Summary
Overview
Work History
Education
Skills
Timeline
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Cristina Rivas

New York,NY

Summary

Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced airport setting. Trained in connecting with customers to build positive relationships and strengthen loyalty.

Overview

23
23
years of professional experience

Work History

Customer Service Agent

American Airlines
, NY
02.2001 - Current
  • Assisted customers with inquiries regarding products and services
  • Provided information to customers in a timely manner.
  • Maintained a high level of customer satisfaction by providing accurate and helpful responses.
  • Delivered fast, friendly and knowledgeable service for routine questions.
  • Processed ticketing, refunds, exchanges and/or compensation according to policy.
  • Collaborated with other departments such as the tower, maintenance, cargo and flight services to facilitate a safe and on time departure
  • Resolved customer complaints quickly and efficiently.
  • Developed strategies for handling difficult customers effectively while maintaining professionalism.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Education

Associate of Arts - Liberal Arts And General Studies

Borough of Manhattan Community College of The City University of New York
New York, NY
12.2011

Skills

  • Problem Resolution
  • Outstanding Communication Skills
  • Information Updates
  • Customer Service
  • Customer Complaint Resolution
  • Needs Assessment

Timeline

Customer Service Agent

American Airlines
02.2001 - Current

Associate of Arts - Liberal Arts And General Studies

Borough of Manhattan Community College of The City University of New York

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Cristina Rivas